Do customers have the most problems with people or processes in contact centers?
Hands down, it’s the processes, the U.S. Contact Center Decision-Makers’ Guide just released.
Calls criticizing contact centers increased 40% in the past two years, the research by ContactBabel found. Four out of five of the 770 million complaints were about processes customers experienced. Only 20% of customers complained about the people who helped them.
This research is a good reminder to regularly review the processes customers experience with your contact center. Ask agents for suggestions on how to eliminate one step or combine several. A streamlined process will boost employee and customer satisfaction.
